Manager-Operational Excellence

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let’s lead the way together.

How we serve our customers is constantly evolving and is a challenge we gladly accept. Whether you’re finding new ways to prevent identity fraud or enabling customers to start a new business, you can work with one of the most valuable data sets in the world to identify insights and actions that can have a meaningful impact on our customers and our business. And, with opportunities to learn from leaders who have defined the course of our industry, you can grow your career and define your own path. Find your place in risk and analytics on #TeamAmex.

How will you make an impact in this role?

Enterprise Digital & Data Solutions (EDDS) develops and scales high-impact, mobile-centric and personalized digital experiences, powered by data & analytics, throughout the customer lifecycle. EDDS Operational Excellence enables profitable business growth and exceptional customer experiences driving excellence, speed and agility across products, platforms, processes and capabilities. Through the design and implementation of an effective framework, the EDDS Ops Excellence Team will ensure the EDDS organization is fulfilling on its obligations to customers and has a robust control environment operating in compliance with evolving global regulations.

The Manager, EDDS Operational Excellence, will become part of an impactful team to deliver on the EDDS Operational Excellence vision and objectives. Under the Director, EDDS Operational Excellence, you will be responsible for establishing and enhancing governance, robust process controls and Business Self-Testing across processes and platforms. Equally important will be the ongoing rationalization of controls to ensure integrated testing into new products, solutions and processes.

The Manager, EDDS Operational Excellence will be responsible for:

• Operating as a trusted advisor to Business and Support groups across the American Express enterprise, supporting them in meeting their expectations, maintaining strong business focus and presence
• Supporting in establishing and identifying opportunities to enhance governance, controls and Business Self-Testing across EDDS platforms, processes and solutions.
• Provide guidance to the business unit to identify and manage risks in line with second line of defense programs and policies.
• Ensuring processes are mapped, risks and issues are identified, defined, measured and responded to promptly and sustainably
• Help the business identify opportunities to enhance risk governance and controls across business platforms, processes, and solutions
• Assist ongoing testing and monitoring of new capabilities, processes, partnerships, and third-party arrangements to enable compliance with enterprise policies, standards, and relevant regulations
• Provide guidance on risks related to third parties, partners, and legal entities to enable alignment with applicable laws, rules, regulations, and other risk-related requirements
• Scope, triage (prioritize), and support remediation
• Investigate and conduct root cause analysis to address repeated issue types
• Perform quality assurance on documentation and investigate as necessary to understand and address the root causes
• Oversee and the remediation process, including tracking progress, validate resolution efficacy, and communicate status updates to stakeholders to embed accountability along the process, collaborating with other ORM teams as necessary
• Document and maintain records of issues and remediations to ensure transparency and accountability in the issue management process
• Support and oversee the E2E issue resolution process, embedding accountability and ensuring lessons learned are integrated into future Ops risk management practices
• Opine on specific control enhancements related to issues

Minimum Qualifications

• Experienced, credible leader with 10 years of financial services-related experience; must have experience within Operational Risk/Operational Excellence, Compliance and/or EDDS
• Outstanding critical thinking, insight and judgment, with shown ability to navigate through ambiguity to build structure, ask the right questions and synthesize complex inputs into clear recommendations and advise on direction in a fast-paced environment.
• Strong problem-solving skills, and business acumen to advise executive leadership.
• Analytical, with proficiency in qualitative and quantitative analysis.
• Project management skills and strong change management experience driving projects forward.
• Outstanding communication skills – both written and verbal – with comfort presenting to audiences of all levels.
• Great relationship builder, with experience collaborating across lines of business and geographies.
• Ability to lead and influence layers above and below, directly and indirectly, with confirmed ability to operate successfully across the matrix, at all band levels.
• Strong self-starter with intellectual curiosity, initiative, drive, and attention to detail.
• Excellent work ethic with demonstrated skills in flexibility and adaptability to change, ability to remain calm under pressure.
• Impeccable professionalism and integrity required for handling of confidential information.
• Demonstrable delivery in developing strong talent and building diverse teams.

Salary Range: $80,000 to $155,000 annually bonus benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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